Customer Support Manager

Customer Support Manager

Job Title: Customer Support Manager
Location: London
Salary: £40,000 - £60,000
Reference: 5253
Contact Name: Tom Garratt
Contact Email:
Job Published: December 05, 2018 10:21

Job Description

Role overview:

The CSA team are responsible for managing a large contractor base.  Specifically, they support the full contractor lifecycle including on/off-boarding contractors, contractor payroll and customer support. For this position it is important the manager can motivate and develop others.  The management of other leaders within the CS team is vital and will be crucial to developing processes and partnering with Front and Back office teams

Key Responsibilities:


  • Manage and develop junior staff
  • Motivate and incentivise the team
  • Train & mentor staff across the managerial and junior structure
  • Work closely with other Leaders to develop training programmes for new processes
  • Delegate responsibility fairly and efficiently

Customer Focus

  • Implement better efficiencies for handling customer & client enquiries – improving profitability / query logging times
  • Maintain relationships with key external stakeholders
  • Point of escalation on issues relating to customer account issues


Business Partnership

  • Developing relationships and constant improvements to the department by partnering with Sales, Compliance, Business Operations and other internal departments
  • Produces better data analysis and provides performance reporting to senior management
  • Meet with other leaders across multiple sites in the UK and Overseas


Team Management

  • Ownership for goal setting and driving results – bonus structures / KPIs
  • Training new starters & current team members on process changes
  • Providing clear progression routes & plans for junior staff within the team
  • Responsible for integrating business change with service delivery











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